Associate Technical Support Engineer, Supercharger
7 Months ago • All levels
Job Description
The Associate Technical Support Engineer, Supercharger role at Tesla involves providing advanced global support for Tesla's Supercharger product. Responsibilities include remotely troubleshooting complex hardware and operational issues, utilizing Linux and SQL for diagnostics and reporting, managing service tickets, collaborating with internal and external teams, and dispatching field service technicians. The ideal candidate possesses a strong understanding of commercial electrical metering, energy flow, and AC/DC power systems. Experience with CRM systems, troubleshooting, and excellent communication skills are essential. This role demands flexibility in working various shifts and requires proficiency in Linux and SQL.
Good To Have:
- Knowledge of VIM
- Foreign language proficiency
- Advanced SQL knowledge
Must Have:
- Troubleshooting hardware/operational issues
- Linux & SQL proficiency
- Commercial electrical metering understanding
- AC/DC power systems experience
- Excellent communication skills
Perks:
- Employee Stock Purchase Plan
- Parental leave
- Employee Vehicle Loan Program
- Well-being Fund
- Bike to work allowance
- Birthday Leave & Volunteer Leave
What to ExpectWhat You’ll DoWhat You’ll Bring
The Technical Support team utilizes critical thinking and acquired product knowledge to provide a world class level of support for Tesla Energy products. This specific role revolves around advanced global support for Tesla’s Supercharger product.
- Remotely troubleshoot complex hardware and operational issues with power conversion systems, computers, cabinets and more
- Utilize Linux to establish SSH connections with proprietary systems around the world
- Write and modify SQL queries to troubleshoot, monitor critical statistics, and generate reports
- Retrieve and review remote system logs with proprietary tools for effective diagnostics
- Manage group and personal queues of service tickets pending action
- Communicate with external service teams to coordinate site visits
- Collect service notes via email and maintain records in service tickets
- Heavily collaborate with internal teams to find solutions for inquiries
- Dispatch Field Service Technicians for site visits
- Provide technical expertise and guidance to our commercial Field Service Technicians
- Contribute feedback for improvements in Tesla’s service and monitoring platforms
- Understanding of commercial electrical metering, energy flow, power factor, and phase rotation
- Understanding of electrical theory and experience with emphasis on AC/DC power systems or other electronic systems, devices or components
- Experience with CRM systems, mobile case/ticketing systems, and bug-tracking systems
- Patience and the ability to instruct and inform during the course of troubleshooting
- Reliable internet connection and a quiet workspace free of disruptions
- Flexible availability to work any shift (Day, Weekends, Public Holidays)
- Positive and energetic communication skills, strong writing skills, grammatical genius
- Proven track record of adapting in a fast-paced, detail-oriented environment
- Ability to collaborate and foster strong working relationships with internal and external stakeholders
- Excellent judgement in solving critical problems, ability to independently make decisions with limited direction
- Ability to prioritize workflows effectively according to multiple criteria
- Proficient with standard corporate productivity tools (email, voicemail, MS Office, internet navigation, CRM applications)
- Proficient in Linux
- Knowledge of VIM is a plus
- Bachelor's degree in a technical or science field, or Electrical engineering, Physics, Computer Science, or another relevant field
- Foreign language proficiency is a plus
- Basic to advanced SQL knowledge is a plus
Compensation and Benefits
Benefits
In addition to a competitive compensation package, Tesla Australia & New Zealand is pleased to offer the following benefits for permanent employees:
- Employee Stock Purchase Plan (ESPP)
- Parental leave (no minimum employment period)
- Primary carers – 18 weeks at full pay or 36 weeks half pay
- Secondary carers – 6 weeks full pay
- Employee Vehicle Loan Program
- Novated Leasing (AU only)
- Well-being Fund – An annual allowance for all employees to support their well-being in ways that are meaningful to them
- Bike to work – $10 per day if you cycle to work
- Birthday Leave & Volunteer Leave
Some eligibility criteria may apply, benefits detailed above are subject to change / withdrawal at Tesla’s discretion with no prior notice.
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